One Millimeter Mindset

NOVEMBER 29, 2018

Your employees are confused about their customer retention roles. Into customer experiences, customer success and customer retention. First, ponder whether your hiring processes focus on hiring employees to fulfill customer retention roles. . You have an A, B and then Z model.

Customer Retention 65

Customer Retention Industry Customers Customer Success 65

Calabrio

MAY 10, 2019

I’m excited to share that Calabrio is sponsoring the Gartner Customer Experience & Technologies Summit 2019 on 22-23 May in London. In this foundational course, Michael Chiu, Sr Director Analyst at Gartner, will walk you through what customer experience is, how to get started and how to measure your progress.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

One Millimeter Mindset

SEPTEMBER 6, 2018

How would you rate your own customer retention performance? Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention. Listen in on my latest video about post sale customer abandonment, and how it negatively impacts customer retention.

Customer Retention 48

Customer Retention Sales CRM Customers 48

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Finally, he presents the concept of “customer Service as an Experience.” 7 Small-Business Strategies for Customer Retention by Kalin Kassabov (Inc.

Customer Service 67

Customer Service Hospitality Hotels Customer Retention 67

ShepHyken

SEPTEMBER 10, 2023

” I’m intrigued by the article as it claims that one way to attract and retain these customers is through visual imagery. My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. Wait until you see what’s coming soon.

Customer Service 78

Customer Service Loyalty Programs Retail Loyalty 78

One Millimeter Mindset

OCTOBER 18, 2018

All throwing their professional efforts at the customer. Instead of in partnership with the customer. That is such an outdated customer retention model. For starters, this outdated concept of retaining customers is linear. Again, so the customer “fits” into the organization’s customer retention model.

Customer Retention 118

Customer Retention Resources Touchpoint Customers 118

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. That includes B2C, B2B, and G2C (Government to Citizen).

Customer Service 62

Customer Service Tips e-support B2C 62

One Millimeter Mindset

SEPTEMBER 24, 2018

Move one millimeter beyond a comfortable client retention strategy, towards what is Possible. Hire me to speak or conduct a workshop at your next corporate or association event. Create a more engaged and profitable workforce relentlessly focused on customer success and customer retention. What are your next steps?

Strategy 213

Strategy B2C Customer Retention B2B 213

Retently

APRIL 5, 2024

Self-service options, including self-checkout systems and digital information kiosks, empower customers with autonomy and skill, improving the shopping experience and the retailer’s operational efficiency. However, with technological advancements, now most companies operate in both spaces: in-store and online. The result?

Retail 78

Retail Engagement Strategy Customer Experience 78

Comm100

DECEMBER 19, 2017

Some of the business objectives you can use include customer retention, customer satisfaction, product purchases, purchase volume, purchase frequency, products returned, the number of dissatisfied customers and revenue. Identifying gaps in the customer experience. Conducting internal workshops.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

ShepHyken

JANUARY 7, 2024

Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoints research. I agree with the title.

Customer Service 65

Customer Service Loyalty Programs Contact Center Financial 65

ShepHyken

FEBRUARY 25, 2024

4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024. Learn about the key pillars of delivering top-notch digital experiences to customers. Connect with Shep on LinkedIn.

Customer Service 60

Customer Service Average Handle Time Net Promoter Score Loyalty Programs 60

ShepHyken

FEBRUARY 18, 2024

Exploring Customer Loyalty and Retention by Vijay Iyer (Total Retail) Effective customer retention extends beyond product or service quality, emphasizing ongoing customer engagement post-purchase. While subscription models play a role, a crucial strategy involves identifying customer interests.

Customer Service 60

Customer Service Net Promoter Score Loyalty Programs Gamification 60

SurveySparrow

NOVEMBER 28, 2019

Customer Experience conferences are always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

Conference 96

Conference Customer Experience Customer Journeys Omni-Channel 96

One Millimeter Mindset

SEPTEMBER 17, 2018

If we continue to keep our heads buried in the sand, assuming “someone else” is taking care of our customers because we are too busy, then we are not creating remarkable and enduring client experiences. The types of experiences which fuel customer success and customer retention.

Customer Experience 202

Customer Experience Customer Service B2C Customer Retention 202

One Millimeter Mindset

JANUARY 7, 2019

Compelling storytelling fuels customer retention. After all, each story is about how working with you and your organization fuels their business growth, customer success and customer retention. The ones that reflect each customer’s reality and your role in their success? Catalyze your mindset and skill sets!

Customer Retention 73

Customer Retention Customers Course Innovation 73

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 56

Customer Experience Sports Innovation Feedback 56

One Millimeter Mindset

JANUARY 3, 2019

It is never too early to focus on retaining customers. Because if you do not make customer retention a simultaneous part of your customer acquisition process, then you will be worrying about retaining customers down the road. Because a customer’s retention experience starts long before that customer is acquired.

Customer Retention 70

Customer Retention Sales Customers Strategy 70

Calabrio

JULY 5, 2016

In addition, Comcast reported its largest first-quarter gain in subscription TV customers in nine years. By making a significant investment in customer service technology. More and more experts agree that customer experience is an organization’s only true competitive differentiator. How did they do it?

Customer Service 140

Customer Service Contact Center Telecommunications Analytics 140

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation. Educate and Empower: Empowered customers are loyal customers.

Customer Retention 10

Customer Retention Strategy Loyalty Programs Customer Centricity 10

Customer Bliss

AUGUST 9, 2018

In today’s episode, I chat with Daniel Coullet , Senior Vice President of Customer Success and Experience, and Elizabeth Curtin , Customer Experience Practice Manager at PTC , about defining customer success, and the value of designing customer room for enhancing employee and customer experience.

Customer Experience 175

Customer Experience Net Promoter Score Chief Customer Officer Effort Score 175

One Millimeter Mindset

SEPTEMBER 27, 2018

And yes, for those STEM professionals (Science-Technology-Engineering-Mathematics) reading this post, I can feel you shudder. 3 Ways Your Value Added Customer Experience Efforts are not Valued. 2 Ways We create Innovatively Unforgettable Customer Experiences. 3 Ways to improve Your Customer Retention Scorecards.

Customer Retention 70

Customer Retention B2C B2B Innovation 70

ShepHyken

JANUARY 28, 2024

For certain customers, self-checkout still makes sense. And the process and technology will continue to improve. Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Customer Service 65

Customer Service Customer Journeys Trends Study 65

ShepHyken

NOVEMBER 27, 2023

20+ Customer Experience Statistics for 2023 by Fernanda Alvarez Pineiro (Startups.co.uk) First impressions go a long way and that is certainly true when it comes to customers piecing together their opinion of your business. As a business, you should be thinking about ways to improve the customer experience to stay competitive.

Customer Service 66

Customer Service Net Promoter Score Tips Brands 66

One Millimeter Mindset

AUGUST 13, 2018

But also, on behalf of the customers we serve. Successfully retaining customers, instead of continuously replacing them, is not a tactical customer experience exercise. When we rely on external technological platforms to tactically prompt our next client interactions, we become robotic. Or tech platform prompts.

Customer Experience 53

Customer Experience Customer Retention Innovation Exercises 53

One Millimeter Mindset

JULY 5, 2018

And is this inconsistency reflected in the rate of customer churn and customer retention, mid year? Too many professionals wait until the official “numbers” are available to realize that they blew it with their customers. I do not need to be reminding you of best practices in customer experience and customer retention.

Customer Experience 44

Customer Experience Customer Retention Roadmap Innovation 44

One Millimeter Mindset

MARCH 18, 2019

Let alone experiences leading to customer success and customer retention? I survey the STEM professionals and left brain thinkers I speak to and conduct workshops for. Yet, the same two-thirds of these workshop attendees tell me that the people sitting around the table do not know who they are and what they do.

Customer Retention 72

Customer Retention Communication Culture Meeting 72

One Millimeter Mindset

NOVEMBER 12, 2018

Or, tell these stories, compellingly, while acquiring or retaining customers. Consider the impact of our not having time to capture these stories on productivity, profitability and customer retention? I will be honored to customize my keynotes and workshops to your next event. Click on this link to find out more.

Customer Retention 75

Customer Retention Culture Consulting Innovation 75

One Millimeter Mindset

DECEMBER 13, 2018

Regardless of whether you and I collaborate on a new, innovative professional development path for you, leveraging the profitability of workplace collaboration, or creating a more collaborative, organization- and association-wide customer retention strategy. I will be honored to customize my keynotes and workshops to your next event.

Customer Retention 68

Customer Retention Innovation Consulting Sales 68

SurveySparrow

NOVEMBER 28, 2019

A Customer Experience conference is always a source of joy for us, CX enthusiasts. The in-depth learning sessions, the opportunity to meet and have penetrative conversations with visionaries and of course, the hands-on workshops on cutting-edge technologies, etc. Customer Experience Strategies Summit (CXS).

Conference 52

Conference Customer Experience Customer Journeys Omni-Channel 52

CSM Practice

AUGUST 7, 2020

Last July 21, 2020, CSM Practice had an awesome 8th session of the CS Executives Roundtable with the topic about Customer Lifecycle Journey. This session featured VitalSource, a leading education technology solutions provider led by William Chesser, VP for Customer Success, and Shanna Daniel, Manager for Partner Success Teams.

Customer Journeys 81

Customer Journeys Customer Success Guidelines Customers 81

GlowTouch

AUGUST 20, 2021

The Association made the announcement based on how GlowTouch helped a long-time client increase market share, per-customer revenue, and customer retention rates. We provide personalized contact center, business processing, and technology outsourcing solutions to clients around the world. Visit: www.iaop.org.

First Call Resolution 52

First Call Resolution Contact Center Social Media Knowledge Base 52

One Millimeter Mindset

NOVEMBER 1, 2018

I offer you 16 collaboration exercises to jump-start collaborative customer retention in your own career trajectory. In order for each employee to discover just what “their” specific customer touchpoint involves, they often must stray beyond the confines of their department. In my book, Do YOU Mean Business ? , You should be.

Customer Retention 73

Customer Retention Exercises Touchpoint Leadership 73

One Millimeter Mindset

AUGUST 22, 2018

Providing compelling speaking programs and workshops focused on professional innovation, workforce engagement and customer success for customer retention. Often, realizing the impact of their own self bias on their professional development gives audiences and workshop participants reason for Pause. Contact me.

Exercises 51

Exercises Customer Retention Roadmap Innovation 51

One Millimeter Mindset

AUGUST 8, 2018

Think of the implications of this professional innovation strategy on customer success and customer retention. Engage me to speak or conduct an interactive workshop at your next corporate or association event. Over time, becoming professionally compelling positively impacts client experience. Then, click on this link.

Customer Retention 53

Customer Retention Innovation Strategy Trends 53

GlowTouch

FEBRUARY 18, 2022

The one constant remains our people and their ability to keep the voice of the customer front and center despite changes in consumer expectations, market dynamics, and technology itself. We provide personalized, omnichannel contact center, business processing, and technology outsourcing solutions to clients around the world.

Contact Center 52

Contact Center Effort Score Social Media Knowledge Base 52

One Millimeter Mindset

APRIL 8, 2019

These professionals, including STEM professionals (Science-Technology-Engineer-Mathematics), often are the smartest people in the room. Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization. Hands down. Then contact me right here.

Communication 75

Communication Employee Experience Customer Retention Sales 75